Customer Complaints – The importance of dealing with them efficiently
Everyone leads a busy life nowadays, so it’s always great when you encounter a company that gives really great service. Zappo’s built a foundation on this, and in the end it translated into massive success. However, not all companies are willing to invest in communicating customer complaints throughout their organisation.
This is damaging to business because many customers don’t bother to feedback on their experience. Instead they tell their friends, and like a ‘silent killer’ brands can be ruined in a very short space of time.
Many will adopt a ‘quick fix’ , focusing on sales growth. Whilst this strategy focuses on the immediate it does little to create long term loyalty.
